The general objective of this study was to identify the factors that influence the decision and action behavior of street-level implementers and show how these factors affect the day-today development of their work. Street-level implementers, known in the literature as "street-level bureaucrats," are the professionals responsible for the delivery of public services to the citizenry. The option to analyze the process of policy implementation from the perspective of street-level bureaucracy was made in consideration of the fact that this approach, although well-researched internationally, has received little attention in Brazil. In addition, theory has shown that the professional at the point of service delivery carries the true responsibility for good or poor implementation performance. Thus analysis of policy implementation from the perspective of these professionals, mapping and interpreting the factors that influence their decisions and actions can provide a contribution to the field, revealing where research can advance and creating mechanisms in support of the field and of practice in the implementation process. Research data was collected from the documents that compose the normative framework of social policy, in general, and Program for Integrated Attention to the Family (PAIF), in particular. In addition, field research on the implementation of PAIF was carried out by means of semi-structured interviews with professionals of the technical teams working out of CRAS located in five Brazilian state capitals, one in each of the five regions of the country. The research instrument used was a script made up of 20 open-ended questions, which were broken down into more specific questions about the decisions and actions taken by implementers during their day-today activities. This script was developed on the basis of categories derived from theory. Interviews were recorded, transcribed and transferred to NVivo software, used to support the content analysis carried out of the interview material and the documentary material. Initial categories used in content analysis were derived from theory and include the following: norms, discretion, interaction between implementer and the public of the policy, management system for the policy, accountability, and selfinterest. Two additional categories, not mentioned in the literature, emerged from the itself: team-based discretion, and the implementer as guarantor of rights. Principal findings were that not all factors emphasized in this field of study have the same power to influence the behavior of the street-level implementer in the Brazilian context. Not only this, but other influential factors were identified during analysis of the data, showing that in Brazil street-level bureaucracy presents nuances different than what is observed in international research. Based on the results of this research, a conceptual model was developed that can be used to guide research on street-level bureaucracy in the implementation of social, and perhaps other policies. This study is the fi...